Wakefield & Associates
  • 25-Jun-2021 to 24-Aug-2021 (EST)
  • Tennessee - Helpdesk Technician
  • Knoxville, TN, USA
  • Full Time

General Summary of Duties

The Helpdesk Technician is a full-time position to manage inbound helpdesk tickets, email, and phone calls. They will be responsible for tier-1 and routine support issues at Wakefield's Knoxville, Tennessee office as well as remote support for other offices on an as needed basis.

Primary Roles & Responsibilities

  • Effectively communicate with users and guide them through procedures to resolve technology issues and properly leverage Wakefield's technology platforms.
  • Understand the user's stated and unstated needs to proactively provide a personalized, comprehensive customer service experience.
  • Serve as gatekeepers for requests to internal engineering staff while escalating issues as appropriate.
  • Provide tier-1 support and resolution for application use and configuration.
  • Coordinate and manage end-user hardware requests including new pc builds and equipment break/fix needs

Desired Behaviors & Personal Attributes

  • Passionate and self-motivated
  • Able to work efficiently under pressure and able to manage competing priorities
  • Good critical thinking skills
  • High sense of urgency plus a passion for customer service
  • Effective at working in a team environment and independently, as needed

Requirements & Skills

  • Work experience in a help desk / technical support role, or relevant IT certification (CompTIA), or associate or bachelor's degree in a relevant field
  • Ability to learn quickly through on the job training and self-study
  • Strong communication skills (in person, written, and phone)
  • Microsoft Office experience required
  • Background working in an established help desk platform (Solarwinds, Vivantio, ManageEngine, Spiceworks, etc.) preferred
  • High-level understanding of networking required
  • Experience with premises and cloud phone platforms a plus
  • Experience in troubleshooting pc hardware a plus


  • Major Medical Insurance
  • Flexible Spending Account
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Long Term & Short Term disability 100% paid by employer after 1 year
  • Voluntary Term Life
  • 401(k) Savings Plan
  • UNUM supplemental Insurance
  • Paid Holidays
  • Paid Time Off
Wakefield & Associates
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